ICT Jobs in Africa
|NOC Manager (Network Operations Centre),   Johannesburg,   South Africa|
To lead and manage the NOC to deliver on the business strategy. Responsibilities including but not limited to the following:
Implement ITIL aligned NOC Strategy
Automation of processes
Document, review and implement policies & procedures
Incident, Request, Problem and Change management
SLA adherence and reporting to clients, management and staff
Lead, manage, motivate and develop effective teams
Be able to conduct matrix management
Manage all schedules (resource, upgrades, customer visitation)
Manage third party escalations
Handling complicated customer inquiries or complaints;
Project a positive company image in interactions with customers and ensure that all communication with customers is conducted in a professional manner;
Managing, supervising, directing and coordinating the activities of NOC including support consultants in regional areas;
Monitor incidents to improve the quality, minimizing errors and tracking performance;
Recording statistics, performance levels and Net Promoter Score;
Motivating, coaching, and retaining staff;
Maintain accurate and timely records of all correspondence or discussions with customers;
Ensure that the client is kept informed of the status of their requests;
Desired Skills and Experience
Minimum of 5 years customer service experience and a proven customer service performance record.
Proven track record of managing teams in ICT industry
ITIL v3 International Certification (Not negotiable)
Relevant Management Certification
Proven management experience within IT environments
Proven ability to manage suppliers
People Management Skills
Problem solving skills
Decision making ability
IT Technical understanding and leadership qualities
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